Contact Center Pipeline
APRIL 11, 2023
Area of expertise: I am a plain language writing expert. I help customer care organizations improve the quality of their written communications with customers. I help customer service agents write better email, chat, social media, text, and chatbot content. I help companies create useful, readable knowledge content for internal and external customers.
Contact Center Pipeline
APRIL 4, 2023
Our April issue is available. We cover some of our bigger contact center challenges in our April issue. We discuss motivation, schedule flexibility, hiring, GIG working, remote work, knowledge management, awesome customer experiences and happy employees. Of course, it wouldn’t be a complete issue if we didn’t discuss promoting your contact center’s value and visibility.
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Contact Center Pipeline
MARCH 29, 2023
While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or the better way. The better way doesn’t mean saying “yes” or making exceptions for super-persistent customers. The better way to write “no” to a customer is candidly, firmly, briefly, and empathetically.
Contact Center Pipeline
MARCH 9, 2023
The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge. The COVID-19 pandemic and subsequent repercussions (like supply chain disruptions and staffing shortages) have made it even more difficult to plan for and predict spikes in customer service.
Contact Center Pipeline
FEBRUARY 22, 2023
“I’ve looked at clouds from both sides now From up and down and still somehow It’s cloud’s illusions I recall I really don’t know clouds at all” —Joni Mitchell (Both Sides Now) The hosted cloud, with solutions and also data on third-party networked servers, has arguably dominated the contact center technology conversation for the past […]
Contact Center Pipeline
FEBRUARY 14, 2023
One of the big myths about working remotely versus working remotely/on-premise, like in the contact center, is on corporate/company culture. That if you aren’t on-site and having someone physically looking over your shoulder that somehow you can’t be infused with your employers’ values. This on-premise argument has long been a head-shaker.
Contact Center Pipeline
JANUARY 26, 2023
Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success. In the May 2020 issue of this esteemed publication, I showed how Covid and the move to work-from-home (WFH) provided a clear rationale for making preparedness mission-critical.
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